SERVICE STATEMENT

The doctors and staff of Hawthorn Medical Practice strive to ensure that all of our patients receive the very best of care and service that we can provide. We are aware, however, that we sometimes fail to achieve this ideal. If you feel this has happened to you we would like you to tell us.

HOW CAN YOU COMPLAIN?

You can complain either verbally, in person or by telephone, or in writing. All complaints will be fully documented.

If you complain verbally we will endeavour to solve the problem at the time of complaint. If this is not possible we will investigate the complaint and will respond to you within 10 working days.

You can also contact the Practice Manager, Steve O’Dare, by email at

steve.odare@eastlincs-pct.nhs.uk

All written complaints will be acknowledged within 2 working days and will be responded to within 10 days.

WHAT HAPPENS IF I AM NOT SATISFIED WITH THE RESPONSE?

We provide the details of the Complaints Manager at East Lincolnshire Primary Care Trust within our response letters. You may make contact with this organisation who will then further deal with your complaint.

DO I HAVE TO COMPLAIN DIRECTLY TO THE PRACTICE?

No. We prefer you to do so as this gives us the chance to try and resolve any issue you may have with us. You may contact East Lincolnshire Primary Care Trust and your complaint will be passed to us to deal with.

Alternatively, there are several patient organisations that you may talk to.